Customer Service Representative

Responsibilities

• Provide a key interface with the customer, supporting all aspects of the customer care process for brand specialties, in a team environment, with excellent external and internal customer focus.
• Meet and exceed customer expectations by delivering exceptional customer service and support in a professional, knowledgeable, timely manner, as the first internal point of contact for the customer.
• Proactively and professionally respond to and manage customer calls/queries.
• Process and manage Sales Orders and Stock Transfer Orders timely and accurately, ensuring customer commitments are met, keeping customers informed on order status, and liaising with the procurement department on deliveries.
• Provide customer quotations in a timely and professional manner.
• Support the Heads of Sales, Business Unit Leaders and their team of Clinical Sales Specialists in managing key customer accounts.
• Create sales reports and price listings on an ad hoc basis for the Clinical Sales Team.
• Actively contribute to a fast-paced, positive team environment and execute core business processes efficiently while contributing to continuous improvement initiatives leveraging KPIs.
• Be committed to learning and developing extensive product knowledge to provide correct and timely information to clients and customers.
• Ensure that excellent quality service is delivered, with all correspondence handled in a timely manner in accordance with targets.
• Multitask on daily workload with follow-up on individual caseloads.
• Undertake additional duties that may be assigned from time to time for various business projects.

• 2–3 years experience in a customer service role is essential, preferably in a healthcare environment.
• Previous experience working within a medical device/pharmaceutical regulatory environment is advantageous.
• Knowledge and experience of all aspects of the role as outlined; exceptional ability to meet and exceed customer expectations; deliver measurable results; and meet KPIs and targets.
• Attention to detail, ensuring work is executed accurately and completely.
• Demonstrates energy, initiative and the ability to work independently; track record of contributing to high-performance teams.
• Strong interpersonal skills with a collaborative and team-oriented approach; professional written and verbal communication; strong telephone skills.
• Excellent organization and planning skills; comfortable with ambiguity and adaptable to change.
• Resourcefulness to deliver high-quality service; strong administrative and IT/computing skills.
• Previous experience with Navision or Microsoft Dynamics 365 Business Central is an advantage;
  Microsoft Excel knowledge is essential.